If you are unable to log in using your smart card or get an error message, please try the troubleshooting suggestions below:
- Check for app updates:
Open the app store on your device and check the updates section to make sure the Digidentity app is up-to-date
- Turn on notifications:
Open the settings app on your device and check the notifications section to make sure that notifications are enabled for the Digidentity app
- Log in with credentials:
Go to https://my.digidentity.eu/ and select 'Log in with credentials'. You can then provide your email address, your password (if asked), and select your level 3/4 smart card. A notification will be sent to the Digidentity app so that you can confirm using your PIN
- Check that your level 3/4 smart card is present on the app:
Open the Digidentity app, tap the 'Authenticators' tab at the bottom of the screen, then make sure the correct level 3 or 4 smart card is listed in the 'Smart cards' section. If you only see level 0, you may need to recover your smart card. For more information, please see: How I recover my smart card or pin?
If you continue to experience issues logging in, please try the following:
- Try a different internet connection: If using WiFi, turn your WiFi off to try using mobile data instead. If using mobile data, try connecting to a WiFi network
- If you are using a VPN on your device, try temporarily disabling it
- Restart your device
- Make sure the operating system on your device is up to date and compatible.